Apr 2021 – Present · 5 yrs 1 mo · New Delhi, Delhi, India

• Achieved an exceptional 100.64% Collection Efficiency by managing over ₹540 Crore of Annual Billing in BSES's largest and most challenging divisions. Attained 99% Annual Meter Download, while conducting 100+ on-site meetings as Division Head of KCC Billing.
• (I) Profile: Division Head – KCC Billing (Mundka-Nangloi-Punjabi Bagh)
• 1. Spearheading Critical Divisions of KCC (Key Consumer Cell) Dept. with a Key Consumer Base of over 2300, Annual Billed Units of around 400 MU & Annual Billed Amount of over ₹540 Crores
• 2. Achieved Annual Collection Efficiency of 100.64%
• 3. Achieved Annual Meter Download Percentage of over 99% resulting in the elimination of Human Intervention in Billing to avoid mistakes
• 4. Ensured resolution of 100% of Provisional Billing Cases benefitting both the Company & the Consumer
• 5. Ensured Customer Satisfaction by resolving 100% of Consumer Complaints received through various mediums
• 6. Conducted 100+ on-site meetings with RWA’s, Industrial Associations & Consumers across 3 Divisions
• 7. Trained KCC In-house teams with the Best Practices
• (II) Profile: Head Business (Saket)
• 1. Led BRPL's largest & vital Saket Division with an area of approx. 114 sq km, Consumer Base (SLCC & MLCC) of around 2 lakh, daily New Connection applications of over 200 cases & a staff of over 150 people
• 2. Resolved over 3000 New Connection complaints pending due to various reasons
• 3. Developed a Central Pool of CF & TF Engineers (in coordination with Central BET team) for the resolution of pending cases with the help of other underloaded divisions
• 4. Achieved a collection efficiency of over 100% and exceeded the previous year's collection targets by 25 Lacs
• 5. Improved Customer Satisfaction through the resolution of multiple new connection and other complaints
• 6. Initiated 20+ Customer Engagement Programs & Ensured Positive engagement with Bureaucrats, Politicians, RWAs, Key Consumers and other Organizational bodies

Apr 2017 – Mar 2021 · 3 yrs 11 mos · New Delhi, Delhi, India

• Led a team of 200+, Reduced Annual Budget by ₹10 Crore, Launched India's first Meter-Live App, driving the company’s automation, and achieved >99% customer satisfaction. Saved ₹1.5 Crore through Material Reuse & contributed to significant Loss Reduction.
• (I) Profile: Circle Head (South) – Meter Management Group (MMG)
• 1. Led a team of 50 Executives and 150 Front End Manpower
• 2. Reduced Annual MMG Budget by 10% (₹10 Crore) for 3 consecutive years despite a 10% increase in the consumer base
• 3. Launched India’s first Meter-Live Application for On-Site data capture, Automating Metering Jobs with Real-Time SAP updates
• 4. Reduced Burnt & Faulty Meter Complaints by 10% p.a. for 3 years, saving ₹3 Crores
• 5. Reduced Service Cable Consumption saving over 300 km or ₹1 Crore p.a.
• 6. Simplified MMG work orders, reducing item codes from 92 to 30, and decreased vendors from 19 to 8
• 7. Cleared over 60 process change notes from the CEO
• 8. Fully Automated Material Reconciliation, Vendor Billing & QC processes
• 9. Launched Happy Code SMS Service, achieving >99% Customer Satisfaction
• 10. Introduced New Meter Seals to reduce losses
• 11. Studied and implemented best practices from Gujarat and Mumbai Discoms
• 12. Assisted in BSES hiring by conducting interviews
• 13. Commenced Smart Meter Installations
• 14. Participated in QCFI conventions, winning Gold & Par Excellence Awards
• 15. Reused old materials, saving ₹1 Crore
• 16. Conducted training for 600+ executives and vendor staff
• (II) Profile: Circle Head (South) – Power Metering Group (PMG)
• 1. Reduced the failure rate of 11 KV Metering Cubicles by 18% through preventive maintenance on 205 cubicles
• 2. Contributed to loss reduction by gaining 1.5 MU (₹1.5 Crore) from cases referred to the Enforcement
• 3. Saved ₹44 lakh by refurbishing and reusing old materials like LTCT boxes and metering cubicles
• 4. Achieved Periodic meter testing of over 5000 cases annually in the South Circle
• 5. Implemented 5S in office premises

Apr 2014 – Mar 2017 · 2 yrs 11 mos · New Delhi, Delhi, India

• Delivered 4 lakh Metering jobs Annually with a ₹100 Crore budget, achieving 99% Customer Satisfaction. Implemented Cost-Saving Measures, Automation, and Process Improvements.
• Profile: Circle Head South – MMG
• Responsibilities:
• Metering Operations:
• 1. Delivered over 4 lakh Metering jobs p.a. with an Annual Budget exceeding ₹100 Crores
• 2. Achieved New Meter Installation within 1 day of DN, improving Customer Satisfaction from 80% to 99%
• Customer Satisfaction & Automation:
• 1. Developed Meter Installation Guidelines for Consumer Awareness
• 2. Launched a Process for capturing Customer Satisfaction in MCR reports
• 3. Implemented a 100% system (SAP)-based reconciliation process for critical MMG assets: Seals, MCR reports, and Lab Inspection Notices
• 4. Introduced Color Coded Meter Sealing/Re-sealing Process, assigning responsibilities to respective departments
• Process Improvements & Manpower Optimization:
• 1. Implemented Vendor and MMG coordinator scorecards with awards for top performers and penalties for the bottom performers
• 2. Redeployed over 150 sealing engineers to loss reduction initiatives, saving ₹5 Crores annually
• 3. Introduced advanced theft-proof SARAL meters, addressing Theft, Space Constraints, and Cost Savings of ₹5 Crores
• 4. Introduced a Dress Code for Meter Testers, enhancing company image and brand building
• 5. Initiated in-house Meter Testing, saving ₹50 Lakhs annually
• 6. Proposed design changes in Meter Accessories, saving ₹2 Crores annually
• 7. Eliminated Polythene Bags in Meter Kits, reducing usage by 5 lakh bags annually and saving ₹15 Lakhs
• 8. Trained over 450 Sealing Engineers and front-end personnel
• 9. Utilized non-moving inventory items, saving ₹50 Lakhs
• 10. Reduced the number of vendors from 27 to 19, improving control over manpower, material, and quality of work
• 11. Recognized Best Performers monthly, boosting motivation across divisions
• Achievements:
• Awarded Excellent ratings twice in Appreciation of work from the company

Oct 2012 – Mar 2014 · 1 yr 5 mos · New Delhi, Delhi, India

• Led MMG's Quality Management, cutting Installation deficiencies by 80%. Implemented ISO 9001:2015 compliance, trained 450+ staff, and Won Excellence Award.
• Position: Quality & Process Management In-Charge – MMG
• Responsibilities:
• (I) Vision & Strategy Development:
• 1. Defined the Vision for the MMG Department, setting strategic direction.
• 2. Crafted SOPs for 7 Critical MMG processes: Device Issue & Return, Material Management, Quality Inspection, Transport Management, Vehicle Deployment, Vendor Billing, MCR Reconciliation, Seal Reconciliation, and Photo Uploading.
• 3. Introduced and Implemented a Standard Vendor Billing process, achieving vendor bill clearance within 30 days.
• 4. Established the Device Issue & Return process, facilitating the return of over 15,000 old meters to stores.
• (II) Process Optimization & Quality Improvement:
• 1. Introduced ISO 9001:2015 standards, documenting over 20 processes and departmental reports.
• 2. Advocated for quality improvements in Meter installations, presenting to the CEO and securing 8 QC Engineers and 4 vehicles.
• 3. Led a team of 8 QC Engineers, overseeing the inspection of over 40,000 meters and 19 vendors across South & West Delhi.
• 4. Developed and implemented a Standard Quality Inspection Format for site inspections.
• 5. Established clauses for quality checks, corrective actions by vendors, and a QC penalty system in vendor Work Orders.
• 6. Reduced Meter Installation Deficiencies from over 90% to 10% through 8000+ quality checks and corrective actions within a year.
• 7. Implemented Monthly Quality Check Reports, submitted to the CEO via HOD.
• 8. Launched the Flying Squad QC concept with an onsite penalty system.
• (III) Training & Development:
• Trained over 150 Sealing Engineers and 300 front-end personnel on New Processes and Quality Standards.
• (IV) Awards & Achievements:
• Led the team to win the highest honor, the Excellence Award, at the QCFI National Convention in Kolkata and Gold Award in Delhi Chapter.